B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.19

2.2 Rating 2,618 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,618 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 64%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About B&Q:

From DIY specialists to builders and beyond visit B&Q for all your home and garden supplies and advice on all the latest design trends. B&Q

Visit Website

Phone:

0845 609 6688

Email:

d.noble@diy.com

Location:

B&Q Customer ServicesCatesby Business ParkWhite Rose Way
Doncaster
DN4 8DG

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118

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Never ever again b&q. Useless service. Kitchen design had to be amended by the builder because it was so awful. Items that were not in stock and never would be again were sold to me so I had countless visits to the store to resolve and staff were gormless at best. Customer services workers were a bit brighter, but most issues had to be resolved in store. Finally my kitchen was delivery in 4 separate deliveries 3 months apart.”

Helpful Report

Posted 7 years ago

“If I could rate them at zero I would. Ordered 4 storage boxes delivered day before I requested them but luckily I was in to receive them - delivery refused as all 4 boxes badly broken. Phoned B&Q Customer Services and after 30 minutes on the phone this was reordered for another Parcelforce delivery the next day. The same happened again - all boxes broken. Phoned again - waited 30 minutes and offered refund. Refund received and told to call for a gesture of goodwill - again 30 minutes on the phone - offered £25 Gift Card that did not materialise - phoned again and after another 30 minute phone call (2 hours in total - disgusting) and told this call wasn't logged. Now referred to a supervisor who will deal with within 7 days. Decided to purchase my shed, cordless drill and all other diy supplies from other suppliers. You've lost my custom now and for ALL FUTURE PURCHASES.”

Helpful Report

Posted 7 years ago

“when I go online 80% what I want to get at Skegness is not stocked, what the point of your web site if you don't stock 80% of what you advertise? thank goodness we have MKM and screw fix around the corner of your b&q!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 7 years ago

“We bought a shower enclosure back in June 2017. Had it professionally fitted etc. Showering in March 2018 the door shattered into millions of pieces, cutting my arm etc. Customer service didn't want to know, blamed us (!!) but asked for 72 working hours to look into it. When we finally chased them for their feedback they lied about emailing us, and asked for photos. Photos of what? shattered glass in a bucket with my blood and cuts on my arms which 72 working hours later, have begun to heal. We weren't allowed to speak to the customer services manager, just some pleb reading from a script. Awful. We only wanted a refund to buy a replacement as funnily enough,the one we had they no longer sell....hmmm. I will go out of my way to NEVER buy from them again, I'm disgusted.”

Helpful Report

Posted 7 years ago

“Now Seven weeks into what was supposed to be a 2 week job for my daughter and her partner's kitchen fit and B&q still haven't managed to deliver all the correct items to finish it! Daughter is getting very upset. B&Q have delivered incorrect parts several times, failed to deliver at all several times, failed to respond to messages, customer service very hard to get a timely response. What on earth is wrong with their customer service/ delivery team interaction? Absolutely terrible service”

Helpful Report

Posted 7 years ago

“disgusting service after taking my money everything went wrong diabolical”

Helpful Report

Posted 7 years ago

“Two separate visits (to the Durham branch), two separate conversations: Me: Do you have any raspberry canes, please? Assistant: [Pause] Ermm. No. We do have bamboo canes. _______ Me: Can you tell me where masking tape is please? Assistant: Masking tape? D'you mean duct tape? Me: No. Masking tape. Assistant: Gorilla tape? Me: No. Masking tape. You put it on glass to keep paint off it. Assistant: Dunno.I'll ask [contacts someone on two-way radio] _______ The staff in this branch are, basically, shop assistants who don't know anything about DIY, tools, paint or gardening. They have an unhelpful, casual attitude bordering, in some cases, on rudeness; they make you feel that you're being a pest if you ask a question (to which they're almost certain not to know the answer); there seems to be no proper staff supervision or performance management at all. A disgrace; shameful - don't go there if you can go somewhere else.”

Helpful Report

Posted 7 years ago

“Delivery of a kitchen work surface. Attempt 1: gave me the wrong time for delivery, but when they finally arrived would not drive up the lane as worried about getting through. Previously I have had a complete kitchen delivered by B and Q to this same address. Attempt 2: arrived with a smaller van, but only one man. The work surface is 3 metres long and 7 stone in weight. I assisted him to get up the 3 sets of stairs, to the detriment of my own health. The manageress at Wincanton (DX, who were sub-contracted under the name B and Q Deliveries) claimed they did not send less than 2 men out, and that it was the driver's fault (yes, that is what she said!). B and Q customer service did not respond to my first complaint, and when I called the second time told me it had been dealt with and that it was DX's policy not to deliver with two men, so that was it. Somewhat contradicting what Wincanton had told me. Not B and Q's fault, but the contractor's (yes, she said that!). So...B and Q are officially sending out 1 man to deliver 3 metre lengths of work surface...and clearly expecting the customer to lug it into their own property. The previous delivery I had of 2 doors was simply dropped at the doorway when I was not there. I am following this latest incident up, not least with Health and Safety, but it is clear that when B and Q say they deliver, they are not telling the whole truth as all deliveries seem to be via contractors and they seem content to blame shoddy and dangerous delivery practice on them. It is unfortunate how B and Q are steadily declining, but I am astonished to hear that they deliver 10 foot lengths of worksurface with one man as policy. Too bad for all the elderly ladies who will have to help carry the heavy and bulky items into their own property. A shambolic company nowadays. The customer complaints lady refused to refer me to anyone else to address my complaint initially, and they had not even bothered to respond in any form to my original complaint. Catch 22 : you complain, they write it on their computers and then ignore it. Totally unsatisfactory experience.”

Helpful Report

Posted 7 years ago

“Ordered fencing, then I was given a contact number of delivery company by your online co to check on delivery dates. On doing so was told that, not only did they not do home delivery on this item, but had informed B&Q online several days earlier. having booked in a company to assemble the fencing, you can imagine how annoyed I was. If I could have given you no stars, I would. Consequently I will not be giving any further custom to your company.”

Helpful Report

Posted 7 years ago

“No protective packaging available when buying fragile items. Attitude of customer services was that they didn't care. Do not buy fragile items from b and q, they do not deserve your custom. Go to someone who does care”

Helpful Report

Posted 7 years ago

“I had builders in to carry out a number of home improvements including a new ceiling and downlights. They asked me to pick the items up and they would install them. I picked a load of items up from B&Q and when they came to install the lights they contacted me to say the ones I had picked up were not very good but they would install them if that was what I wanted. On their advice I picked other lights up from B&Q and dropped them off for installation. When I returned the other unwanted and unused lights back into store I had the misfortune to be dealt with by a member of staff who was obvious in her disdain in wanting to deal with me. In brief she was rude, snappy and ignorant. I have never been dealt with like that by a staff member in my life before. The nicer I was the more contemptuous she became. Eventually I had enough and so for the first time ever I sought out and spoke to a manager. I advised that I wasn't making an official complaint but would never be back in the store again and no longer even wanted the refund I was due. I left him to make arrangements for the refund to the charity Shelter. As someone who suffers from a disability requiring medication and oxygen the experience was most unwelcome.”

Helpful Report

Posted 7 years ago

“After much research I decided to use B&Q for the purchase of new wood work surfaces for my kitchen. Once I had located the items I asked for help. I then stood waiting for 10 minutes after asking a further two times to see if someone was coming. I was going to spend a considerable sum, but will go elsewhere.....I will not use the Darlington store again!! On the way out I passed four members of staff chatting with each other! Business is obviously that good you can be selective!! Poor service, poor staff, a managerial review would probably be in order!!!”

Helpful Report

Posted 7 years ago

“Had a complete bathroom installed by their fitters. Ordered in early October, install not started until mid December, not informed of the delay at the time of ordering. Expected one delivery, several were made even had some during the install. Some deliveries they refused to take upstairs so the hallway was cluttered for days at a time. During the fit he installed the radiator valves sticking out at different angles, complained like mad when I said they couldn't stay like that. Used tiles from boxes with 5 different batch numbers, some grey tiles were used instead of the brown, and insisted that he had checked them and they were all the same. Numerous leaks around shower enclosure that just had more and more silicone on making it look a right mess. After he had done, we got the installation manager round to point out the problems. One of the things she said was that the shower cubicles were not waterproof as it was still leaking a small amount. Called the BQ helpline to check whether they were or not they were waterproof and was told yes all their enclosures were definitely waterproof. A long list of things to fix was agreed. Different (at our insistance) fitter was sent round to fix the issues, he told us he was allocated 3 days. He took 10 minutes to decide that the whole bathroom should be redone again. Whole saga of deliveries again, different fitters did a much better job, still had leaks. One was so bad that a plinth needed to be replaced. Eventually we were happy with the state of everything. After a couple of months a large bubble appeared in the shower base. New one needed. When old one removed the problem was caused by a large hole in the floor that the two previous fittings of the shower base had not bothered to cover. One of the things that the first fitter did was cut the bathroom door bottom freehand leaving a wavy edge and a large gap. This required the replacement of all the doors in the house as they matched and the type of door was no longer available, BQ refused to replace the downstairs and only did the upstairs. When I rang to say some of the doors rattled because the trim had been fitted too far away, the installation manager said all the doors in her house rattled, not the sort of thing I would expect to be told, just accept the problem and have it fixed. My advice: keep well clear of BQ installations as their "expert" fitters vary wildly in ability and competence.”

Helpful Report

Posted 7 years ago

“I booked an apt on line for a free home design visit. A lady called Keisha rang me and spent nearly an hour going through all my requirements and booked an apt for me. She then called me a day or so later to advise that this will cost me £50.00 for a home visit, so we cancelled and I agreed to get back to her when I was ready to book a free instore appt. When I was ready, I emailed Keisha and left a message with a colleague for her to call back but received no call back. I then rang again and was promised a call back. I did not receive a call but Keisha then emailed me that evening and we agreed a new date for instore morning visit. The day before my apt I was contacted by a member of staff to confirm my apt however they had my apt as an evening home visit! I had to explain all the above and despite having an email from Keisha confirming my apt I was told I would have to make a new appointment. They said she had put a different time on a sheet and different on the system. This was the only day my husband and I could have attended together in this current month. I then had to agree to a new apt date where I would attend on my own. I asked for email confirmation of my appt. 3 days later after not receiving this I called them again to check appointments were booked. Keisha answered the phone. I explained that her colleagues had told me that she had not booked my appts correctly and she then accused of me being rude and threatened to hang up the phone. I asked to speak to her manager who was busy and would call me back. I wish I had read some of the below reviews before as I would not have bothered to even attempt making an apt in the first place.”

Helpful Report

Posted 7 years ago

“I ordered and paid for a bathroom 8 moths ago and am still waiting for a finished bathroom.They fitted the incorrect toilet and head told to collect the replacement from the post office depot !!!!After numerous phone calls it was you be delivered to the nearest store but it arrived damaged.Still waiting.”

Helpful Report

Posted 7 years ago

“From start to finish nightmare small kitchen to fit only units I had already cleared out the old units I was told 3/4 days to fit units no appliances no plumbing no electrics to be done only units to fit the job went on for nearly four months yes I did not make a writing error I did say nearly four months and must have had 5 fitters over this time to sort out the mistakes badly fitted units to walls wrong size units delivered cuts all out of shape many deliveries and collections of wrong /broken goods some of the fitters did not have a clue and said to me that they had not fitted some of my type of units before what a joke they are sent round by B&Q and I was told they were some of the best fitters they have we did get a small discount after some time saying we will go to court for stress related illnesses please avoid at all costs lowestoft”

Helpful Report

Posted 7 years ago

“I am totally disgusted and will never get home delivery again. A few cupboard doors were delivered on a pallet and the driver wanted a man available to off load it. Nothing said about this when I ordered it.”

Helpful Report

Posted 7 years ago

“Customer service and quality regarding a faulty kitchen was dire. Kitchen delivered in October 2017 and still dealing with Head Office as over 90 per cent of kitchen being faulty. I have been offers £300 compensation as a good will payment after spending £13250! Total disinterest in any problem I have with a terrible experience. If you value your sanity do not deal with this company!!!”

Helpful Report

Posted 7 years ago

“B&Q needs to move with the times. When ordering anything online they then send you an email to say what day the items will be delivered. What's so shockingly poor is as a customer we are not given a time as to when this will be. So we are sat at home waiting for a delivery. With many other companies you get a text message to say your delivery will be between 8am - 12pm for example. We receive nothing from B&Q no time frame at all just to say the item will be delivered today. They need to get this sorted out! It's totally unfair and as a paying customer we need to know an estimated time of delivery or at least a time frame.”

Helpful Report

Posted 7 years ago

“Cancelled order for new bathroom due to ridiculous installation date. Asked b & q to cancel finance. Hitachi Finance tell us this was not done. Can't get anyone to sort this out. Now have finance in place and we are owed in excess of £600 deposit and survey fees. No-one at b & q seems to know what they are doing. Give customers misleading information about installation dates and then deliberately try and prevent cancellation. Homefit department don't contact customers in the timescale advised, useless. Bordering on fraud. We are still trying to get this sorted, get finance cancelled and get our money back. They tell us it's an IT problem, no it's just sheer incompetence. Don't use B & Q.”

Helpful Report

Posted 7 years ago

B&Q is rated 2.2 based on 2,618 reviews